Complaints Procedure

At Dash, we are committed to handling complaints in a fair, timely, and transparent manner. If you are dissatisfied with any aspect of our service, we encourage you to contact us. Our complaints procedure ensures that your concerns are addressed in line with regulatory standards.

Step 1: How to Make a Complaint

You can submit a complaint through any of the following channels:

• Email: complaints@dashinsurance.co.uk
• Products and Service: 01905 930 411
• ‍Mail: Dash, Suite B, Kay One, 23 The Tything, Worcester WR1 1HD

We accept complaints made verbally or in writing. Please provide as much detail as possible, including your contact details, a description of the issue, and any relevant documentation to help us investigate efficiently.

Step 2: Acknowledgement of Your Complaint

• Upon receiving your complaint, we will log it within 1 business day.
• Within 5 working days, you will receive an acknowledgment of your complaint, either by email or in writing. This will confirm that we have begun investigating your concerns.

Step 3: Resolving the Complaint

• If the complaint is resolved by the close of business on the third business day after it is received, we will issue a summary resolution communication to inform you of the outcome and steps taken.
• If the complaint cannot be resolved within this period, it will be managed by our Complaints Manager or a designated individual who will oversee the investigation.

Step 4: Investigating Your Complaint

• We will make every effort to resolve your complaint within 8 weeks from the date of receipt.
• If your complaint relates to a third party (e.g., a service provider or insurer), we will refer the complaint to the relevant party within 1 business day and inform you of this action.

Step 5: Progress Updates

We will keep you regulary informed about the progress of your complain:

• If the complaint remains unresolved after 8 weeks, we will send you a written explanation outlining the reason for the delay and providing a new estimated timeframe for resolution.

Step 6: Final Response

Within 8 weeks, you will receive our final response, which will include:

• A summary of the investigation.
• The decision made regarding your complaint.
• Any remedial actions or compensation offered, if applicable.
• Information about your right to escalate the matter to the Financial Ombudsman Service (FOS) if you are dissatisfied with our response.